www.WirelessFederation.com/news: About 60 million subscribers of Tata Teleservices in India are going to witness another unique level of customer care services and customer experience. The GSM and CDMA operator while unleashing an interesting initiative has decided that if the company fails to meet pre-determined levels of service standards, the subscribers would be compensated with monetary benefits.
Almost all the spectrum of customer complaints has been covered in the current service charter of the company, thus enhancing customer experience. If issues related to bill disputes, call drop, handset replacement and deficiency in service standards remain unresolved for 3 days; customers will get a benefit of $ 0.55 for every additional day to resolve the complaint. If the Call drops increases from promised 1.5 percent of total calls, 2.5 per cent of the customer’s last billed amount will be refunded. Trials for the value added service will also be provided by TTSL.
After the implementation of mobile number portability (MNP) from May, the new customer service will help TTSL to retain its customers which will continue to avail the service owing to improved customer experience. With so many operators with similar rates and no differentiation, customer experience is expected to become the key focus area in the future. The initiative also aims at commemorating the 171st birth anniversary of Tata Group founder, Sir Jamsetji Nusserwanji Tata.
The service is expected to be extended to all the subscribers of Tata DoCoMo and Virgin Mobile in India. Apart from the above mentioned services, a customer will also receive a loaner handset if a handset could not be repaired over the counter at TTSL’s I-Care centers.
Subscribers can also access the call centers 24 hours and seven days a week and would be answered within 90 seconds. If the call is not answered within the stipulated time period, the company would call the customer back within two hours.
With so many offers rolled out by TTSL, the customers are really going to have a gala time enjoying all these facilities while the other operators will take a plunge with similar services to retain their customers. But as of now, TTSL has already scored a notch above others.
